Lead Order Support Specialist - German Speaking

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit   www.thermofisher.com .

Position Summary:

Based at the new Shared Service Center in Budapest, the Customer Service team are responsible for supporting our   customers   throughout the lifecycle including   order entry,   order management, quotations,   customer   master data .  Customer Service Representatives   provide exceptional customer support, promptly and accurately when responding to internal and external customer requests.

In addition to   the above ,   the   Customer Service   Specialist,   pr ovide s   active   support   to   management   when required   to   driv e   customer loyalty, maximizing business performance and aligning to the overall business objectives.

Key Responsibilities:

- Be   a   role model and provide exceptional customer service experience to our external customers and internal stakeholders in the field of   order entry , order management, quotations   and customer   master data.

- Drive the resolution of   complex customer requirements, manage escalations,   processing   and follow up all relevant requests within the division’s guidelines, liaising with partner functions (sales and commercial, distribution, finance) to fulfill customers’ requests or resolve issues to ensure timely handling of enquiries.

- Become   expert   in Customer Relationship Management systems.

- Adhere to company policies, operational regulations and departmental training guidelines.

- Deliver on promise on daily/weekly/monthly key performance indicator metrics.   Proactively engage and drive   efficiency and productivity initiatives.

- Take the lead as a single point of contact   for technical activities   on assignments/projects as required by business expectations.

- Drive and continuously improve   process es   and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy   and quality.   Actively   drive ,   d evelop and review training materials and contribute to new joiner   trainings .

- Develop   relevant daily customer service reports.

- Assess individual customer requirements and if required direct activities to appropriate partner departments.

- Act as deputy of Team Leader when required   and   s upport   the management team   with consolidated   operational   data   and   service reports .

- Provide expertise, guidance, and support to colleagues

REQUIRED EDUCATION/EXPERIENCE:

- H igh integrity and compliance.

- Display stringent attention to detail and accuracy .

- Be able to lead and facilitate meetings, take ownership for actions .

- Must be very approachable, calm, and methodical.

- Good problem-solving skills and ability to multitask under tight deadlines.

- Must possess self-motivation, enthusiasm, a positive attitude and perform as a team player.

- Strong written and verbal communication skills

- Exceptional   organizational skills and the ability to prioritize workload effectively.

- Must demonstrate   judgment,   diplomacy in dealing with internal and external customers.

- Work   on   own initiative on daily routine tasks as well as solving system issues.

- Ability to deal with ambiguity, to act without having all details available ,   have a   sense of ownership of roles and responsibilities and ability to see the bigger picture,   demonstrate a “can-do” attitude and a proactive solution-focused mindset .

- Competent Microsoft Office user.

- A minimum of 3-5 years’ customer service experience is required in an SSC/multinational/office environment.

- Experience with ERP systems preferred

- Fluency of the English and   German   languages both written and verbal is a must.   Any other European language skill is an advantage.

- Requires a high school diploma or a Government Body award. A   Bachelor’s Degree   is preferred but not essential, candidates with relevant experience and knowledge will also be considered.

Working Conditions:

- This position requires repetitive typing and regular use of a computer   plus multiple displays .

- Most of the other physical demands are typical with those associated with an office environment.

- We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate   on the basis of   race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.